Vagaro is looking for a Technical Support Manager who possesses strong leadership skills and is motivated by easing the lives of our customers. The CS Manager oversees a team of customer support agents that service the customers of the Vagaro platform and associated point of sale hardware. The successful candidate needs to effectively manage a group of ~ 12 agents, including one mentor/team lead. The group is one of 5 similar groups supporting the Vagaro platform – all located in Pleasanton, CA.
The TS Manager is required to ensure high-level customer satisfaction by guaranteeing that customer needs are properly analyzed, documented, and resolved as quickly as possible with the goal of creating an exceptional customer experience for users of the Vagaro platform.
In this Vagaro managerial role, the successful candidate is expected to come up to speed quickly to act as a technical point of escalation and to be the last point of managerial escalation for the group, or groups, as needed.
- Position reports to Pleasanton, CA - Onsite position*
- AVAILABILITY REQUIREMENTS: M-F 4:00PM TO MIDNIGHT**
Perks- 15 days PTO
- 9 company holidays
- Reimbursement program using any of Vagaro services.
- 401k retirement plan with matching
- Healthcare, dental & vision plans for individuals and families
- Life insurance, supplemental programs
- Tuition reimbursement program
- Discounted tickets program
- Doordash Dash Pass
- On-site fitness center
- Work/Life & EAP services
Responsibilities- Manage individual agents to meet/exceed individual and group metric goals and KPIs
- Set individual agent goals / MBOs
- Conduct weekly agent 1:1s to review metrics, objectives, status
- Meet/Exceed management team and management goals as set by the Director
- Monitor and address individual and group morale
- Present status in weekly 1:1s with department Director
- Monitor queue status, reassigning agents as needed
- Validate and approve agent time sheets in PayCom
- Deliver agent performance improvement plans and track – presenting updates weekly to Director and HR
- Create and deliver yearly employee reviews and set goals for the next year
- Present ticket data to drive change requests in weekly Product Development meetings
- Own group shift scheduling to ensure coverage based on incident arrival and headcount
- Own agent CSAT by addressing all negative CSAT survey returns with the agent, and contacting the customer directly to ensure resolution
- Mentor Team Leads and Agents based on experience
- Final point of escalation for managerial requests as requested by Support or dependent groups/individuals
- “Manager On Call,” as situation dictates
- Master of Situational Management
- Other duties as assigned
Experience/Requirements- 5+ years managing SaaS software support in a high-volume consumer support center
- Escalation resolution and Save/Retention experience
- Experience with Zendesk CRM or similar platform
- Prior queue management expertise
- Workforce management experience for shift scheduling
- Experience with project management software Asana/JIRA or similar
- Prior collaboration experience with Product Management, Development, Sales, and Marketing
- Fast Learner – the ensure mastery of the Vagaro platform
- Support Content Development – draft and proof written documentation
- A desire to excel, and to share your knowledge. Lead by example
- Driven by Urgency and Quality of Support
- Available Monday - Friday 4:00 PM - Midnight
Nice To Have- Open to weekend shifts
- Preferred – Prior Vagaro experience
- Preferred – support experience in the beauty, health, fitness industries
- Preferred – prior save and retention experience in a support organization
- Preferred – IVR/queue development and management
- Preferred – HTML/XML/ experience
- Preferred – Page Source troubleshooting, specifically with widget code
- Spanish 2nd language
About The CompanyVagaro, Inc. develops an all-in-one business management platform and a powerful online marketplace for the salon, spa, and fitness industries. More than 173,000 professionals and 67,000+ businesses in the United States, Canada, UK, and Australia use Vagaro's cloud-based software to manage all aspects of their operations. Consumers choose Vagaro to search for and book services in their community at their convenience. Vagaro is easy-to-use and works on any device. Learn more by visiting https://www.vagaro.com and https://sales.vagaro.com.
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